My son and me have been trying to contact them for months now and no one replies by phone or internet,not impressed and now my son wants to cancel his membership and no one is still replying to my son so please sort this out and I will keep doing reviews until it is sorted

Customer services contradict what I was told by staff at the branch. Result has been a lot of back and forth communication, stress and 2 extra months of membership payments taken after membership had apparently been cancelled. Secondly, still awaiting the joining fee that should have been refunded after my son attended the gym the required number of times to get the refund, which was months ago. Appalling.

They told me I was ok to cancel with 2 months notice within the 1 year NHS discount contract I had with them after my first 9 months, and that March 2019 would be the last payment and time I could use the gym. They went back on their word for this and continued to charge me for the last 2 months. They denied the phone call as it wasn't recorded. They then told me I could have used the gym last month and that I have the rest of this month (2 weeks) to use it once payment is made.

At my DW gym for most of my year membership, nearly regularly either the steam room or jacuzzi was out of order. For about 3 months I could not book any classes online as there was a problem with my account, it was sorted out after their third attempt of fixing it. The was one yoga class which was very popular, however, they would not put in place another one with the same teacher, despite the fact it was often fully booked after few hours of the opening of the bookings. They don t let you know when your membership runs out and they charge you afterward on a monthly basis. They send me a complain form which won t even open. Won t use them ever again even though it is the closest nearby gym. Worthless

Terrible gym, absolutely the worst gym ever. They are charging people with fees after cancellation that could have been avoided. They did not tell me anything at the front desk to submit immediately my proof of address when I've shown it and said 'you can submit it anytime' online. This ANYTIME is charging me now 57£ more!!!!!!!!!! And I have not been at this gym for 4 months!!!!!!!!! And they still want me to pay!!! Terrible people, they do not tell you what exactly to do to charge you more money. This is how they make money from extra charges to people!!! AVOID IT if you dont want to pay more fees!!! They have accepted the same documents for other clients but not for me. Useless personnel and trained to take more money from you!!! Moreover, I stopped going at the pool because I was covered with red afterwards at my whole body, which is obvious that the pool was not clean enough!

Awful company! I’ve been with fitness first for several years, they increased my monthly cost without seeking my permission - they apparently sent me an email which I never received! I’ve asked to cancel my membership on 3 January as a result of the increased cost without notification and they are making me pay for January and February as notice. They have no complaints department and issues can’t be escalated - apparently line managers aren’t customer facing! I’m disgusted by their level of customer service.

My partner and I wanted to join DW Poole/Branksome gym so we did the 3 day free trial and enjoyed the actual gym facilities, but the customer service leaves much to be desired. We were quoted different membership prices and benefits by various staff and it almost seemed as though they were each making up their own deals, because no ones quotes aligned. One pulling factor for us deciding to join was a competition you could enter, to go in the draw to win a £1000 DW voucher as well as being automatically given a “guaranteed £25 voucher”. So we joined the gym and signed up for one year membership. When it came to entering the competition, the staff said it had closed last month, despite the fact the poster advertising this competition was still up in the gym for the last 2 weeks. The staff member then told me to call DW head office to see if they could help, but H/O said it was out of their control and told me to talk to the gym. All in all, it seems the staff at DW need proper training and that would really help their customers feel valued. The gym facilities are good though, which makes me feel as though my one year membership was still a good decision.

I fee the same way now and I am a member of Filton DW fitness. I was told that I could freeze my membership during I came back my home country as summer holiday, but they now told me because I signed a student contract. At that time, the terms and conditions for a contract freeze were clearly confirmed to me by their sales staff member. Also, in May this year, their staff member also facilitated in freezing my contract for the three month summer break period (of June, July and August) as required. In early September I returned to the UK and contacted the centre to confirm my desire to unfreeze my contract but was subsequently told DW head office these months could not be frozen and will count as part of my annual membership period. It appears I was told conflicting information in my initial conversations with their sales staff. The centre management also were less than helpful towards my concerns despite being clearly told I could freeze my contract regardless of my student membership status. Even though their stuff said they do not know this rule that I was not be able to freeze, which means it is their management issue not mine. I was very disappointed and anger since the company do not have awareness of honesty and integrity. I will not give up my right and I am now looking for support and I will fight with them as protecting my right.

DW is the worst company thst i have dealt with beating a well known mobile phone company thst will remain voda nameless. DW tokk a years subscriptions after i thought id cancelled via online enquiries after a medical condition after an RTA The showers were filthy and mainly broken.. Terrible all round customer relations and lack of following up messages. One star no more. They need to pull their socks up.

Daughter joined this gym and after two months became ill so was unable to use the gym and had an operation planned so advised gym but they required dr note stating unable to 'excercise' so went to go and advised by gp can't give such a letter to a gym due to generL medical council stating they can not get involved in gym contracts etc. But got the letter from gp to the university stating due to illness she was missing a lot of her classes : subsequently she had to give her course up. But they required more information so gave them the hospital admission letter plus her physio appointment letter then manager agreed over the phone he would cancel the membership. 2 months later my daughter has started getting messages on her mobile saying she is behind with her direct debits! Called the gym yo be told we didn't give enough information : I stated but the manager told me it was cancelled on the specific date we spoke but she replied on the file it says wasn't enough information. I have send all the information to trading standards to investigate. Absolutely no customer service.

I was surprised how kindly people wanted me and my partner to start our memberships. But after we stopped them on 7 May, they still toked money from my card till now!!!  AND NOBODY CARES, I have more than 5 emails, 10 calls, nothing. I just want refund of my money. THEY DO WHAT THEY WANT UN PUNISHED! These are my money, I work for them and nobody can take them even by mistake, and after that - without apologize and without correct the mistake... awful company, place, service...

DW Fitness First, I suggest you get your legal team to look at your latest promotion for great start rewards... as currently there is nothing legal about it. There are no visible terms & conditions for the promotion and the statement regarding the vouchers for DW sports is extremely misleading. Nowhere does it state that the vouchers are simply 20% off if you spend £80 or more. You only realise this after you have signed up to the scheme and have received your great start rewards email (which takes longer than the 10 day cooling off period to arrive). I have asked customer services to refund my £20 fee and they have told me it is non-refundable....I asked them to tell me where in the T&C's this is stated... they admitted it is not mentioned in there... but pointed out that neither does it state the fee IS refundable !!!!! Ridiculous, unprofessional and contractually not legal

Poor service, attitude from staff, broken machines taking weeks to fix, pool closures, swimming lessons, having to choose a time to use the pool in case its mother and child swim , broken plumbing/toilet facilities and cold showers. All for the bargain price of £38 per month. Strangely the website has a slightly different tag line. David Lloyd, virgin active, you are welcome in Halifax.

I used to be a loyal customer for 2 years. Then facilities standards fell. Toilets were often overflowing, showers with no shower gel refilled. Octagonal weight plates and out of order signs up on a couple of machines for over 3 weeks, until they were partially fixed. Cancelled my membership with a months' payment in advance. Only to find out later that they had placed an additional month's rate and late fee onto my account.

Where do you start with DW in Middlesbrough and where do you finish!!!!! Staff try their best but Mr SCROODGE (aka D.WHEELAN)does not make things easy for them.Chronic problems with wet area result in lengthy closures .I JUST CANCELED MY MEMBERSHIP.If you call customer services they just do not want to know of the problems.

I signed up for a 6 month contract when I was 16 and I stopped going 10months later and then I cancelled the direct debit and they claimed they rang me 2 months later about a payment even though I had not been in 2 months and then after my 18th birthday I recieved an email off debt collectors telling me I owe them £83 and when I went in they told me I owe £87 absolutely disgusting! And its overpriced told all my friends to never go there for the hassle its caused for me

I was told that My 12 year old daughter can go and swim at any time. After joining and paying, each time they changed their timing depend on who was in the front desk. They said children under 16 allowed 2-4 on working days when they are at school till 1530. So funny, so they are expecting to take money for the service not used I hope people realize and find a solution to get them shut down or change their attitude.